• Organizes, leads, and facilitates LOB process design and re-engineering initiatives that will encompass an end to end analysis and future state redesign that requires specialized knowledge or skill critical to the redesign effort in a matrix leadership environment• Assists service delivery manager in coaching process designers/modelers in ensuring BPMN methodology and process modeling & architecture framework is followed• Develop improvement approaches within businesses and across lines of businesses that are holistic, customer focused to understanding business processes and workflow through Wells Fargo and identify and help prioritize new initiatives to drive business strategy, mitigate potential risks and control gaps, financial return, and/or positive customer impact• Establishes standards for measuring performance against process requirements• The sharing of lessons learned and best practices with others throughout the organization when appropriate• Provides assistance in the development and advancement of our common enterprise Operational and Process Excellence framework, methods, techniques, tools, training, and language. Including the development of new process improvement techniques and services• Drives business awareness of our common enterprise operational and process excellence methods, techniques, tools, etc.• Assists the development of our enterprise Operational and Process Excellence Curriculum and Training Materials• Provides assistance of our enterprise process improvement professional support services• Collaborate and partner with other enterprise programs or initiatives to help advance the goals of those efforts while advancing the culture of operational excellence• Provide coaching and mentoring to project teams and LOB management in Six Sigma, LEAN, Continuous Improvement process, tools, and techniques• May provide informal 1-on-1 training and formal small to large group training facilitation, coaching, & mentoring including PE1s

Provide a single, consistent and stable process methodology to multiple corporate lines of business to assist with risk, investment and optimization opportunities based on best practices and industry standards. Provide a customer centric view of processes to enable improvement of the internal and external customer experience.• Develop and lead process design or improvement initiatives within fast-paced environments, utilizing process expertise for multiple business groups and providing analysis.• Responsible for completing integrated process analyses, identifying procedural and control deficiencies and recommending solutions.• Work on complex problems involving multiple, possibly competing, business processes and process segments to identify risks, impacts or opportunities.• Introduce new technology, staff and significant change to current structure.• Utilize tools such as iGrafx, simulations, statistical analysis, RACI diagrams, Pareto, regressions, sampling to formulate analyses and derive recommendations.• Incorporate retrospective review of changes to include performance tracking analysis, and effective controls.• Consult with leaders to understand, influence, adapt analysis, and create alternatives for consideration.• Leverage business acumen effectively to impart relevant information to business partners and matrixed leadership.• Influence primarily peers to VP level managers to drive results and bring issues to resolution.

Provide a single, consistent and stable process methodology to multiple corporate lines of business to assist with risk, investment and optimization opportunities based on best practices and industry standards. Provide a customer centric view of processes to enable improvement of the internal and external customer experience. • Develop and lead process design or improvement initiatives within fast-paced environments, utilizing process expertise for multiple business groups and providing analysis.• Responsible for completing integrated process analyses, identifying procedural and control deficiencies and recommending solutions.• Work on complex problems involving multiple, possibly competing, business processes and process segments to identify risks, impacts or opportunities. • Introduce new technology, staff and significant change to current structure.• Utilize tools such as iGrafx, simulations, statistical analysis, RACI diagrams, Pareto, regressions, sampling to formulate analyses and derive recommendations.• Incorporate retrospective review of changes to include performance tracking analysis, and effective controls.• Consult with leaders to understand, influence, adapt analysis, and create alternatives for consideration.• Leverage business acumen effectively to impart relevant information to business partners and matrixed leadership.• Influence primarily peers to VP level managers to drive results and bring issues to resolution.

Mapped processes to an enterprise taxonomy. Participated in quality assurance of process models that where being delivered. Analyzed against taxonomy to understand gaps based on scope. Participated in the development of process prototype that met enterprise standards. Supported the rollout of enterprise process modeling standards.• Supported the roll-out of enterprise process modeling standards. • Participated in quality assurance of process models being delivered. • Attended daily Business Process Architect Working Session meetings and took meeting minutes and distributed to all attendees by end of day.• Aligned incoming modeling requests to the reference architectures.• Oversaw business process modeling across domain, product, segment & channel silos.• Supported Enterprise Taxonomy initiatives.

Provide project management support for global risk initiative involving integration with new technology platform. Work closely with technology on complex issues. Agile Product Owner for data management and data quality initiatives. Work independently while fostering and nurturing enterprise wide relationships. Requires cross-divisional coordination, communication, influence and negotiation.• Responsible for identifying risks and mitigations, incorporating business problems and concerns, developing and implementing solutions while ensuring effectiveness of implemented changes and solutions. • Partnered with Retail and Wholesale Risk groups to map end to end process steps for monthly, quarterly and yearly reporting procedures.• Analyzed current processes and identified opportunities to eliminate manual and redundant steps and improve process/procedure efficiencies. • Assist in epic/story reviews and re-prioritization of the backlog as part of the preparatory work for sprint planning.• Built, prune, and maintain the team backlog. Ensured items are prioritized based on user value, time and other team dependencies which are determined in release planning.• Ensure that a baseline is established. This includes validation that the story meets acceptance criteria and that each has the appropriate acceptance tests, and meets its definition of completion.• Support the Program Increment planning by creating product backlog items and laying out the priority for the quarter based on the product roadmap.

Analyze business processes and workflows with the objective of identifying areas where improvement and automation can be implemented. Facilitate process-gathering meetings with stakeholders to document current and to-be business processes. Provide functional and process expertise for Central Production Office. Provide leadership and direction either as a member or leader of project teams. • Led project to improve Alert Management for all store and contact centers. Met with cross enterprise groups to document and understand each alert, known triggering issues and note alerts that were inactivated. Prioritized alerts based on their impact to product fulfillment, the external and internal customer. • Authored 100 processes for the Central Production Office that was stood up in 2016. Met with business partners, sat with call center associates and documented current processes. Identified, documented and implemented improvements to current processes, which improved both the internal and external customer experience. • Partnered with the Operations Excellence Department on a senior leadership sponsored project to improve the buy online and pick up in store process. We identified best practices in store operation processes, product staging and store staffing models which lead to an 80% reduction in customer complaints for the test stores verses the control stores.• Provide business subject matter expertise in Siebel CRM for Sales, Marketing and Service. • Actively participated in CRM (Siebel and Microsoft Dynamic) project work and design workshops to understand and gather process and business requirements. • Designed the Responsibility Matrix, which mapped system access for all store, Central Production Office and Central Delivery Office employee positions to the screens and views in Siebel CRM. • Facilitate testing of Siebel CRM to ensure all required business capabilities are delivered and the solution is fully tested and defect free.

Provided customer service and operations leadership to a team of 12 Client Relationship Associates who interacted with retail services shareholders through an inbound calling center designed for addressing the needs of shareholders who have questions regarding their individual, IRA and Roth IRA accounts. • Provided guidance, training, motivation and developed a high performing team which averaged 80% positive attrition in their first 24 months of employment which exceeded the financial services industry average of 40% positive attrition for call centers employees first 24 months of employment.• Provided guidance, training, motivation and developed a high performing team which averaged 20% negative attrition in their first 24 months of employment which was below the financial services industry average of 60% negative attrition for call centers employees first 24 months of employment.• Continuously monitored departmental staff availability and ensured staff met the 95% departmental benchmark for adherence in order to respond to shareholder inquiries. • Analyzed monthly departmental BDG lead reports and presented quarterly results to departmental managers to ensure each Retail Services associate met the departmental goal of 2%. • Mentored, coached and developed 4 entry-level associates to the position of supervisor within the first 24 months of their employment. • Managed a team of associates that annually identified over $110 million in new revenue through inbound calls. • Partnered with the Compliance Department and resolved complex shareholder issues such as transaction cancellation at the team and departmental level to ensure 100% compliance with FINRA and SEC regulations. • Lead cross-site departmental project that identified best practices that increased BDG lead participation to 2.5% thus surpassing the departmental benchmark of 2.0% for all Retail Services associates.

Selected by senior management to team with Quality and IT Departments to lead cross-organizational projects to reduce cycle time and increase productivity for sales and operations. Resolved over 13,000 end-user issues while manning the level-one help desk. Trained all employees on the functionality and daily use of Siebel. Recognized for training accomplishments and leadership by receiving Bravo Award in 2003. • Led functional requirement-gathering sessions for automating the new customer set up and long-term lease process into Siebel. • Documented business requirements for automating the new customer set up and long-term lease process into Siebel. • Defined Operational Definitions for fields, reports and pre-defined queries in Siebel that led to a 50% increase for end-user interface. • Subject matter expert in “Super User” capacity.• Created and managed the internal Siebel training website which gave sales and operations personnel detailed description of the CRM processes as well as best practices when navigating the CRM tool.• Created test cases with business unit owners and facilitated all user acceptance testing.

Provided customer service, sales and operations leadership to a team of 6 Customer Service Agents who interacted with national account customers through an inbound and outbound calling center designed for addressing the needs of the 840 active National Account customers. • Created the National Account Deal Template which reduced re-work for National Account Service Specialist by 65% by capturing all pertinent data required when reserving trailers which in turn reduced customer complaints by 27%.• Trained customer service associates on all aspects of their job that included compliance, standard policy/procedure and desktop systems navigation.

Recognized by management for accomplishments and leadership by being selected to open and manage a $1.7 million outsourced customer service center. Advocated and led change that resulted in an average abandon call rate of less than 5% and an average hold time of less than 10 seconds. Provided on-site support, training, operations and sales leadership to a team of 50 customer service agents. • Worked in tandem with Six Sigma Team to develop and facilitate the implementation of an outsourced centralized customer service process. Tasks included process mapping, best practice identification, system development, field implementation and training.• Launched the tiptrailers.com customer support center, which enabled customers to reserve trailers online.